2015 HOLIDAYSHOPPING TRENDS

RETAILERS BETTER BE PREPARED for the

HOLIDAY SHIPSTORM OF 2015

“APPS” HAVE A DIFFERENT MEANING during the holidays

RETAILERS HAVE AMPLE OPPORTUNITYto WOW customers

consumers areSPREADING THE SPEND

A NEW OPPORTUNITYto earn loyalty

Only 9% of those surveyed limit their shopping to retailers with which they have loyalty card or rewards memberships

77% of consumers say they will shop stores orwebsites during the holidays that they don’t usually shop.

58% of consumers plan to have purchases shipped

More than half (51%) of those surveyed said they will not use native mobile apps to help them shop during the holidays

60% of consumers shop all throughout the holiday season – good news if Black Friday leaves you seeing red!

of those that will, 20% indicated they have Amazon’s mobile app, 15% have Google and 15% have Target’s Cartwheel app on their mobile devices.

extra

Private Club

Membership

REWARDS!

20% 15% 15%

9%

68% of retailers admit they’re not well-prepared to provide shipping choices such as same-day, express,

guaranteed-delivery and weekend or after-hours deliveries.2

Retailers need to whip their supply chain and inventory visibility into shape to provide a range of convenient shipping options.

Retailers should develop online and in-store personas to best support behavior, providing resources to consumers such as click and collect, last minute deals or quick check outs. When considering POS, credit is still king, especially online: 50.5% prefer to pay with a credit card.

“APPS” HAVE A DIFFERENT MEANING

More than half native mobile apps to help them shop during the holidays

of those that will,

Consumers still aren’t ready to replace traditional holiday appslike Swedish meatballs with mobile shopping ones.

When you combine consumers’ generally low expectations with the fact that 77% of them will shop stores or websites that they don’t usually shop, retailers have tremendous opportunity in the next few weeks to really wow new customers.

500 U.S. CONSUMERS

ABOUT THEIR HOLIDAY SHOPPING HABITS.1

ThoughtWorks Retail asked more than

by

Here’s what we found out:

and

but

however

This important finding represents an opportunity for retailers to earn new fans – that is if retention strategies are in place now.

68%58%

Let’s break it down:

We asked, “What’s the WORST thing about holiday shopping?” We heard:

1/3 of shoppers say they always shop on

Black Friday

20% of consumers say they never shop on

Black Friday

31% always shop on Cyber Monday

1 in 4 shoppers save their shopping until

the last minute

1/3 20%

53% 33%

10X

33%crowds of

peoplewhen items,

colors, and sizes are out of stock

long linesto pay

poor customer service

messy, picked-over

stores

Men are twice as likely as women to

procrastinate.

FUN FINDING:

Women are nearly 10 times more likely than men to cite poor customer service as the “worst part of holiday shopping.”

46% of women were most annoyed by waiting in long lines to pay, making them possibly more likely to walk

out of a store instead of ringing up.

1 http://thght.works/1QdoEsX2 http://thght.works/1QdoTEv

FUN FINDINGS:

Learn more at thoughtworks.com/retail

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